Can't stop calls from going to Call Pilot for AA 6

[GMgerry]

I have a new customer with a CP100 that wants to turn off the AA, they hired a reseptionist. I have tried to turn off AA in both the CP and CISC but still answers.

I am on site right now and am stuck. Thanks

 

[bwtc]

In the CallPilot (web interface), make sure that the Answer Mode for each line is set to No.

Also, make sure that the llines are primed to the receptionist

 

[GMgerry]

I changed 221 as the prime. Still the same. wAA is off in the CISC. All lines are deleted from ansering in the CP. Calls are being answered by the General Mailbox on the first ring. All call forwarding options are set for 3 rings on all lines.

 

[bwtc]

Are the lines set to appear & ring @ the receptionist's desk? Are you sure that 221 is the receptionists' extension?

Doubtful, but do they have a call center? Make sure that is turned off.

Good luck

 

[GMgerry]

All sets are set for appear and ring. Extension 221 is port on port 0. No call center installed on CP or set up in CISC.

Thanks for the luck wish.

 

[bwtc]

Shot in the dark, but did you try F982 to check Operator status, and that the business is OPEN ?

 

[byrontel]

Are calls being answered by the Auto attendant OR General delivery mail box? There is a big difference.
If general delivery.. check for call forward no answer and call forward busy settings...should be "none" and if auto attendant is answering.. make sure Service Mode is turned off.(They could have had lines answered by the voicemail dn in service modes)

 

[GMgerry]

Tried F982 but always got invalid password no matter what I reset. I use Call Pilot Manager. Went into operations and made sure Business Open was checked, it was. I tried changing 221 to CFW NA, CFW B and CFW DND to 235 on and off, same thing.

The call goes to a general Mailbox.

 

[jerryreeve]

check ALL extensions that have the lines appear on them and make sure that they are not forwarding to VM if a station is forwarding to VM and dosen't have a Mbox then the GD gets the call.

check/reset the operator password for feature 9 8 2 in Config programming passwords.

----------------------------
JerryReeve
Communications Systems Int'l
com-sys.com

 

[RikRodgers]

Start at x221, and work your way up... Press Feature #4 on each extension, and try calling in again.

 

[GMgerry]

Here is the latest. When one call comes in it can be answered. The second call goes right to the General Mailbox. No matter what line is called or what phone answers it.

All stations have all for lines with appr & ring.
All stations have call forward busy and no answer after 3 rings.

I think I know why they had a hard time keeping techs to work on their system.

 

[DigitelD]

Check FWD on Busy and DND on Busy.

SHK Certified (School of Hard Knocks)

 

[bwtc]

Why do you need all sets to be appr & ring ? If a receptionist will be handling calls, why not just make all 4 lines appr & ring on that phone, and make the rest of the phone be appr only?

Does the receptionist have voicemail, or is that phone linked to the GD mailbox?

"When one call comes in it can be answered." Is this on ANY of the lines, or just one of the lines? Did you check to make sure that DND on busy is turned off?

 

[byrontel]

All stations have all for lines with appr & ring.
All stations have call forward busy and no answer after 3 rings."

When you say all stations have call fwd busy.....are they forwarding to voicemail dn?
If so, I would certainly change that to "none".
Any set programmed that way that doesn't have a mailbox, would cause calls to go to gen delivery when busy..as mentioned by jerryreeve.
I'm also inclined to suspect the receptionist set...if first call can be answered ,but not subsequent calls.
It may be helpful to have first call answered by another set, and see what happens.

 

[jerryreeve]

If the first call can be answere then the next one is sending calls to VM then you are definately looking at a CFBusy problem.

as a rule of thumb do not set call forward on busy up to VM for any phone that has outside lines ringing on it--doing so will send any second call ringing it to that station's mailbox.

another rule is do not set call forward on busy up on any phone that does not have a mailbox--doing so will send any call that rings that phone to the GD mailbox.

another rule is to not wet call forward no answer to a number of rings lower than the AA Line setting is for any lines that ring on the phone--failure to heed this will also send calls to stations mailboxes and when you have several phones set up that will forward NA you get calls going to random mailboxes.

My suggestion to you is to kill all forwarding to voicemail on all ext and see if that stops your problem. then you can add your forwarding back in either one station at a time or on a block of stations at a time to find out where your problems return from.

----------------------------
JerryReeve
Communications Systems Int'l
com-sys.com

 

[DigitalMind]

Jerry Reeve is right .. Basically, REMOVE CALL FORWARD ON BUSY to your voicemail DN.

 

[GMgerry]

I would like to give a big thanks to all that provided information and helped me in resolving this problem.

Here is the resolve. After reading the long list of suggestions, having a long and high tempature meeting with the customer we deside to reprogram the system as a PBX. It took less time to fix and made it easier to operate as a standard system.

Again thanks to everyone